The role of research in improving tourism and hospitality services: measuring service quality.

2009 ◽  
pp. 237-250
Author(s):  
S. Hudson ◽  
G. A. Miller ◽  
P. Hudson
Keyword(s):  
Service Quality ◽  
Tourism And Hospitality

Analisis Peranan Kepuasan Dan Komitmen Sebagai Perantara Pengaruh Kualitas Jasa Tutorial Online Terhadap Loyalitas Mahasiswa

2018 ◽  
Vol 9 (2) ◽  
pp. 18-32
Author(s):  
Andy Mulyana ◽  
Devi Ayuni
Keyword(s):  
Service Quality ◽  
Structural Equation ◽  
Positive Influence ◽  
Management Program ◽  
Equation Modeling ◽  
Online Tutorial ◽  
Student Loyalty ◽  
The Relationship ◽  
Positive Effect

This study aims to evaluate the role of satisfaction and commitment as mediating the effect of service quality on student loyalty as the user of Open University's Online Tutorial. Based on data analysis on student of Management program 229 as respondents with Structural Equation Modeling (SEM), this study found the relationship between: (1) positive influence of service quality to satisfaction and loyalty of students using tuton; (2) the positive effect of satisfaction on student loyalty using tuton; (3) satisfaction is a mediator between service quality and loyalty of students using tuton. Conversely, commitment has no positive effect on student loyalty as a tuton user. In addition, commitment does not mediates the effect of satisfaction on the loyalty of tuton users. Keywords: service quality, satisfaction, commitment, loyalty

Service Quality and Repeat Purchase: The Moderating Effect of Perceived Value, and Satisfaction

2020 ◽  
Vol 11 (1) ◽  
pp. 5-5
Author(s):  
Aprihatiningrum Hidayati ◽  
Agus W. Soehadi ◽  
Aji Hermawan ◽  
Hartoyo Hartoyo
Keyword(s):  
Service Quality ◽  
Direct Effect ◽  
Purchase Intention ◽  
Perceived Value ◽  
Moderating Variables ◽  
Mediating Role ◽  
Prior Literature ◽  
Repeat Purchase ◽  
Purchase Satisfaction

The purpose of this study is to examine the direct and indirect effect of these determinants on repeat purchase. Competitive training industries impose pressure on managers to increase repeat purchase. Even though service quality and repeat purchase are well studied in prior literature, their determinants such as perceived value and satisfaction have not been fully investigated together as moderating variables. Most of literature stated both of perceived value and satisfaction as independent variables. Besides, most of literature consider purchase as an attitudinal (namely purchase intention), while this study focus on behavioural (namely repeat purchase). Data from a survey of 300 customers of public training are used to empirically evaluate the model. Results indicate that perceived value and the satisfaction have no direct effect on repeat purchase. However, these constructs indirectly influence repeat purchase through the mediating role of service quality. Satisfaction and perceived value play a major role in enhancing service quality, but do not directly impact repeat purchase. Interestingly, the direct effect on repeat purchases stems from service quality while recent researches suggest satisfaction is the antecedent. The findings suggest that training companies should invest more resources aimed at enhancing service quality through service delivery training for their employees. Even though prior research has considered the concepts studied here, this study aims to empirically evaluate a variety of antecedent factors that potentially affect repeat purchase. Relationships are established utilizing data collected in Indonesia (an increasingly important consumer market) which adds value to extant knowledge in this area. Keywords: path analysis, perceived value, repeat purchase, satisfaction, service quali

scholarly journals Tourist Experience and Innovative Hospitality Management in Different Cities

2021 ◽  
Vol 13 (12) ◽  
pp. 6578
Author(s):  
Alon Gelbman
Keyword(s):  
Qualitative Methodology ◽  
Participant Observation ◽  
Hospitality Management ◽  
Tourist Experience ◽  
Hospitality Organizations ◽  
Culture Characteristics ◽  
Tourism And Hospitality ◽  
Document Review ◽  
Creativity And Innovation

The complexity of modern tourism and hospitality management because of competition in the destination market, and especially in urban tourism destinations, has created a demand for creativity and innovation. To satisfy heightened tourist expectations for a specialized experience, hospitality organizations emphasize local culture characteristics and the urban community. The purpose of this paper is to examine how an urban hospitality organization emphasizes community and social values in its hostels, and how the tourist experience is adapted to each city’s culture and atmosphere (Nazareth, Jerusalem, and Tel Aviv). The theoretical framework is based on the link connecting urban hospitality with the tourist experience, and how tourism innovation and creativity is managed, during this age of competition and specialization. The qualitative methodology includes participant observation, document review, and in-depth interviews. The findings of this study add a new dimension to the existing knowledge, namely the role of creativity and innovation in helping the management of an urban hospitality organization to shape the tourist experience. The study developed a new unique model for “implementing innovation in urban hospitality management” which describes the framework of connections and interactions between the various sustainable community based and social aspects. The novelty of this research model lies in the emphasis on how management uses innovation and creativity to brand the whole chain so as to realize the vision and values it wishes to promote. This also entails a system of sub-positioning that aligns the vision and values with the distinctive culture of each city and with each local community’s nature and traditions.

scholarly journals The Role of TQMk in Increasing the Effectiveness of E-Marketing within the Jordanian Telecommunication Sector

2021 ◽  
Vol 16 (5) ◽  
pp. 1353-1368
Author(s):  
Mohammad Fahmi Al-Zyoud ◽  
Lu’ay Al-Mu’ani ◽  
Malek Alsoud ◽  
Anas Alsoud
Keyword(s):  
Service Quality ◽  
Market Orientation ◽  
Project Managers ◽  
Influential Factor ◽  
Total Quality ◽  
Telecommunication Sector ◽  
The Social ◽  
Electronic Marketing ◽  
Effectiveness And Efficiency

The current study focused on examining the role of TQMk (Total Quality Marketing) in increasing the effectiveness of e-marketing within Jordanian telecommunication sector; TQMk included variables of service quality, market orientation and the customer-focused approach. A quantitative approach was adopted through utilizing a questionnaire, which was distributed to 18 marketing and project managers within Jordanian telecommunication organizations (Zain, Umniah and Orange). Results of the study indicated that TQMk can have an influence in increasing the effectiveness and efficiency of e-marketing solutions within the organization and mainly within the social marketing and electronic marketing departments, through developing the variable of the customer-focused approach, which has the deepest influence on e-marketing approach’s effectiveness; it was followed by an influence of service quality, and the least influential factor was market orientation. The study recommended focusing on clients within the targeted markets through different aspects, including price, new products acceptance, customer behavior and purchase decision motivators.

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